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Hai Robotics · 12 hours ago

Service Manager

Atlanta, GA

Full-time

Onsite

Senior Level

5+ years exp

Hai Robotics is focused on delivering high-quality customer support operations, and they are seeking a Service Manager to oversee daily service performance and ensure SLA adherence. The role involves driving continuous improvement through process optimization and operational excellence.

Industrial AutomationLogisticsRoboticsSupply Chain ManagementWarehouse AutomationWarehousing

Hiring Manager

Yijia Chen

Responsibilities

Oversee daily support operations, ensuring service levels and customer expectations are consistently met

Monitor KPIs such as response time, resolution time, backlog, and CSAT; act on trends and exceptions

Develop, document, and enforce standard operating procedures (SOPs) and escalation paths

Partner with the Project Manager to implement process improvements and automation initiatives

Collaborate with the Account Managers to address customer feedback and strengthen service performance

Coach and develop team leads and senior support staff to improve productivity and service quality

Conduct service reviews and performance reporting for leadership and key customers

Qualification

Service management frameworksProcess improvementOperational excellenceCustomer support experienceService management toolsAnalytical skillsCoaching skillsCommunication skills